Customers’ Terms and Conditions is a site operated by Shift Group Ltd a Limited Company with Offices Registered at 86-90 Paul Street, London, England, EC2A 4NE (Company number 08890359) 

You can contact CMV at the following email address

CMV offers customers (Customers or you) the opportunity to view free quotations and book services (each a Job) via our online platform (the Platform) from man and van/removal service providers (the Service Providers) across the United Kingdom.

Customers wishing to use the Platform acknowledge having read and agreed to the following Terms and Conditions.  

Please be aware that Service Providers on the Platform are independent contractors. Our services are limited to providing a technology platform for the purpose of comparing Service Providers and booking with and taking payment on behalf of those Service Providers. The terms and conditions which apply in respect of any Job is a matter between you and the Service Provider and we are not a party to that contract. The Service Provider may have their own Terms & Conditions and these are available from the Service Provider upon request.

1.   Why You Should Read These Terms

1.1 Please read these Terms carefully before you place your booking with a Service Provider via the Platform.  These Terms include, but are not limited to, explaining who we are, our services and the services provided by our Service Providers.

1.2 Each clause of these Terms operates separately.  If any court or relevant authority decides that any of them are unlawful, the remaining clauses shall remain in full force and effect.

2. Using the Website

2.1 We provide no up-time guarantee in respect of the Platform and we will not be liable if for any reason the site is unavailable for any period of time.  We also reserve the right to amend or withdraw the service we provide on our Platform, or any part of it, without prior notice.

2.2 Customers must be at least 18 years of age to use the CMV Platform and must provide up-to-date, valid and complete contact information with a valid email address.

2.4 You may use the website only for lawful purposes and not in any way that is fraudulent, unlawful or that breaches any relevant law or regulation, whether local, national or international.

2.5 Your use of the Platform must not knowingly transmit any data or material that contains viruses or any other harmful programs designed to adversely affect the operation of any computer software or hardware.

2.6 You must not duplicate, copy or resell any part of our website in direct contravention of these Terms and Conditions.

2.7 We retain the right to determine whether there has been a breach of our Terms and Conditions through your use of our website and when a breach has occurred we may take any action we deem to be appropriate.

2.8 We may revise these Terms and Conditions at any time by amending this page. Please, therefore, check this page from time-to-time to take notice of any changes as continued use of the Platform will be deemed as acceptance by you of these Terms and Conditions. 

2.9 If you have any concerns about material that appears on our website, please contact us at .

3. Updates to our Site

We update our website constantly, however, in the event that any of the material on our site is out of date, we are under no obligation to update such material. We may temporarily suspend access to our website, or close it indefinitely, in order to make any necessary updates.

4. Intellectual Property Rights

4.1 We are the owner or the licensee of all intellectual property rights in our website and in the material published on it. Copyright laws are in force and all such rights are reserved.

4.2 You must not use any part of any material on our website for commercial purposes without obtaining a license to do so from us.

4.3 You may print off one copy and may download extracts of any pages from our site for your personal reference but you must not modify the paper or digital copies you have printed off or downloaded in any way.

4.4 You shall not acquire or use the words “Compare the Man and Van” or any variant that includes the words “Compare the Man and Van” as a trademark or any related intellectual property.

5. Governing Law and Jurisdiction

These Terms and Conditions and any dispute or claim arising out of, or in connection with them, shall be governed by and construed with the law of England and Wales and the courts of England shall have exclusive jurisdiction in respect of any claims or proceedings arising from or in connection with any use of the Platform or visit to our website. 

6. Call Recording

Occasionally calls may be recorded for training purposes and we reserve the right to use these records in the unfortunate event that a dispute arises.

7. What We Do

7.1 We provide a peer to peer sharing platform where you and the Service Provider can find each other. CMV does not provide any transport, moving or logistics services whatsoever.

7.2 It is up to you to select the transport supplier on the basis of the service you require.

7.3 Please note that with regard to any transaction made between you and your chosen Service Provider, the resulting legal contract is between you and the Service Provider and not between you and CMV. 

8. Feedback

8.1 For each transaction you can, if you wish, rate your Service Provider by leaving Feedback on our site and you are permitted to leave one review per booking.

8.2 You are not permitted to threaten your Service Provider with negative feedback in order to obtain goods or services not included in the initial quote for the job.

8.3 In the event of negative feedback being left for a Service Provider, CMV reserve the right to investigate the circumstances surrounding such feedback, and modify or not publish the feedback if it is deemed to be unfounded negative feedback.  This will be done without your prior consent.

8.4 In the event of a dispute between the Customer and Service Provider, to which CMV is aware no feedback will be published on the Service Provider's account on our Platform until the dispute is resolved.  In the event of the dispute being resolved in the Service Provider's favour, CMV reserve the right to withhold publication of feedback if it is then deemed to be unfounded negative feedback.

9. Fees

9.1 Our site is a free to use site for Customers.  We act as a payment collection agent for the Service Provider and you will be required to pay a deposit when a Service Provider is booked by credit or debit card or via Paypal. The balance is then paid to the Service Provider in cash at the conclusion of the job. Alternatively, the entire cost of the job can be paid at the outset with nothing being left due to the Service Provider on completion of the job. 

9.2 When booking with us you are booking for one trip only.  If you wish the driver to make more than one trip for you, you are able to either add this into the booking using the 'add stop' option, so that this is factored into the quote you receive.   Alternatively, you are able to ask the driver to do this on the day, however, he will charge you his via stop fee for any additional trip, plus a mileage charge for the additional mileage.

9.3 Customers are responsible for payment of additional monies if a booking exceeds the time booked for.  The driver's half hourly rate for additional time is displayed on the Quotes Page under the main quotes, and is also specified on the email confirmation you receive on booking. The driver will make you aware when your booking is about to exceed the time booked for and at that point, if you confirm that you wish the driver to continue and complete the booking, any additional monies for extra time should be paid in cash to the driver at the completion of the job.

9.4 Customers are responsible for payment of additional monies if they omit a relevant stair charge from their booking and subsequently require the driver to carry goods up/down stairs.  The stair charge is clearly visible on the Quote Form and you are required to make a selection in this regard before being able to proceed with the booking.

9.5 Customers are responsible for payment of the booking, together with any additional overtime payment, at the conclusion of the booking.  Should the drivers be required to wait for that payment, their half hourly rate for the booking will apply for all additional time they are required to wait.

9.6 Service providers are responsible for the collection of monies owed at the conclusion of a job and also payment of all VAT associated with the provision of services to the customer.

10. Cancellations

We offer a 'cooling off' period one hour after booking where you can cancel your booking free of charge. After one hour has passed from the time of placing your booking and you wish to cancel, our cancellation policy applies immediately. You will not be refunded any monies that have been paid.

If you choose to freeze (postpone) your booking, and subsequently ask to cancel it at a later date, please be aware that it will be cancelled as per the original booking and date.

You are unable to freeze (postpone) your booking on the same day that it is due to take place and we do require 24 hrs notice of the postponement of any booking.  If you request to freeze your booking on the same day that it is due to take place, please be aware that this will be treated as a cancellation.

Any frozen booking will need to be reactivated and used within 6 months of the date of the booking being frozen.

11. Service Provider Insurance

There are three insurance levels Service Providers hold which are clearly displayed on the prices page of our website and should be read before confirming a booking. These all may be subject to an excess. These are also outlined below:

11.1 Bronze level Service Providers come with a full and valid UK driving license and motor insurance but do not come with goods in transit or public liability insurance cover.  In the event of any damage to your items, property or injury to any persons, CMV and the relevant Service Provider accept no liability for any damage or injuries sustained during the removal related task.  If you need assistance in this regard, please contact our CMV Customer Support Team via our Help & Support section on the top menu

11.2 Silver level Service Providers come with a full and valid UK driving license, goods in transit cover and motor insurance but do not come with public liability insurance cover, so in the event of injury to any persons, CMV and the relevant Service Provider accept no liability for any injury sustained during the removal related task. In the event of any damage or injury to your items, property or persons during the removal related task you should initially contact the Service Provider who will advise on their insurance policy and how to proceed.  Whilst the individual insurance details should be obtained from directly from your Service Provider, please be aware that Goods in Transit insurance typically covers property only for damage whilst in transit in the van.   If you need assistance in this regard, please contact our Compare the Man and Van Customer Support Team via our Help & Support section on the top menu.

11.3 Gold level Service Providers come with a full and valid UK driving license, goods in transit, public liability and motor insurance cover, so in the event of any damage or injury to your items, property or persons during the removal you should  contact the Service Provider who will advise on their insurance policy and how to proceed. Whilst the individual insurance details should be obtained from directly from your Service Provider, please be aware that Goods in Transit insurance covers property only for damage whilst in transit in the van  Please be aware that this insurance is not likely to cover you for additional requirements you may have in terms of moving goods through windows/over balconies and the like.  If you need assistance in this regard, please contact our CMV Customer Support Team via our Help & Support section on the top menu.

12. Goods in Transit Insurance

In the event of a Service Provider change, the insurance cover applied will be that of the Service Provider actually attending the booking. Please request these details directly from the relevant Service Provider. 

13. Your Responsibilities

Information and other materials posted on our website are not intended to amount to advice upon which reliance should be placed. We disclaim all liability and responsibility arising from any reliance placed on such materials by any user of our website. You should contact the Service Provider for specific details on van sizes, parking, packing etc. 

14. Links on our Website

Our website contains links to other websites and resources provided by third parties.  These links are provided for your information only and we have no control over the contents of those sites or resources.  We therefore accept no responsibility for those sites or resources or for any loss or damage that may arise from your use of them.

15. No Agency

Nothing contained herein shall create, or deemed to create, any agency, joint venture or partnership relationship between Shift Group Ltd and you whatsoever and you should not hold yourselves out as implying any such relationship with us.

16.  Privacy

16.1 Your privacy is very important to us and we will only distribute your personal details to trusted Service Provider members and third party companies. Any details we hold for you are held on an encrypted server and will be deleted after 6 months.

16.2 By using our website you warrant that all information provided by you is up-to-date and accurate.

16.3 We will only use your personal information in the following ways:

*   when passing on your details to Service Providers to request their services for the Job you have booked;

       *    to process your payment for the services;

       *    as you agreed upon booking with us, to give you information about similar services that we provide;

       *   we will only give your personal information to [other] third parties where the law either requires or allows us to do.

17. Disputes

  1. We are a booking and fee collection agent acting for the Service Provider but we are not responsible for the actions of the Service Provider during the completion of your Job.


  1. We shall not be liable to you in contract, tort or otherwise howsoever arising out of or in connection with your use of or reliance on the Platform, the Job or any relationship or transaction between you and the Service Provider nor any services provided by the Service Provider for any indirect loss, consequential loss, loss of profits, data, revenue, business opportunity, anticipated savings, goodwill or reputation however so arising.


  1. Nothing in these Terms and Conditions shall limit or exclude our liability to you for death or personal injury caused by our negligence or fraudulent misrepresentation or any other liability that may not, under English law, be limited or excluded.


  1. Although we are not responsible, as a gesture of goodwill we will always try to help. If something goes wrong with your Job, then we will try and resolve the problem in line with our Complaints procedure. You can raise a complaint using our Instant Support feature on our website.

18. Confirmed Bookings

Confirmed bookings from CMV are exclusive of VAT. Where VAT is applicable it will be added to the cost of the Job.

19. Backload (Flexible) Bookings

19.1. When a Customer books a Service Provider's best/discounted price via CMV's Backload Search facility, the Customer confirms that the collection time for their move is flexible.  This allows for the unlikely event of the Service Provider's first booking (which brings him to your collection postal area), being either cancelled or frozen.

19.2 In the event of your Service Provider's first booking being cancelled or frozen, CMV undertake to contact our fleet of Service Providers to see how quickly another Service Provider can attend your booking for the same price.

19.3 In the event CMV cannot recover your booking for the discounted price, or reschedule your booking for a future date, we will cancel your booking and fully refund you without delay.

19.4 In the event your Service Provider is delayed to your collection address, our standard refund policy for lateness will not apply.  'Backload' bookings are offered at a discounted price on the understanding that your move is flexible, and in the knowledge that there is the possibility of the Service Provider's first/initial booking being delayed.

20. Non-Payment

20.1 We reserve the right to impose immediate temporary or permanent withdrawal of your right to use our website. We will inform you that we are doing this by email.

20.2 .We do not accept Paypal/bank chargebacks and in the event of such, will pursue legal enforcement to reclaim our fee.

20.3 Your credit/debit card details are stored by the relevant payment provider. We reserve the right to recharge a debit/credit card in the event of non-payment.

21. If CMV does Not Accept your Booking Request.

21.1   If CMV is unable to find a Service Provider who will undertake the service, or such service provider decides not to accept your booking, you will be notified as soon as possible in writing or by telephone. CMV will use its reasonable endeavours to try and find another Service Provider to undertake the booking. 

21.2 If for any reason your original Service Provider is unable to complete your booking, we undertake to use reasonable endeavours to find you a replacement Service Provider to honour your booking. Any replacement Service Provider offered to you will maintain the same category of insurance level as the original Service Provider. 

21.3 By booking with us you accept that you may incur a Service Provider change. If you are not happy with the alternative Service Provider you may cancel in accordance with these terms. 

21.4 Accepting your booking request is at CMV’s and / or its Service Provider’s discretion. 

22. Payment

All payments made to Service Providers must be made in cash or by pre-arranged credit or debit card. 

23. Promotional Discount

Please note not all Service Providers opt into offering Customers the promotional discount on the website.  Some Service Providers opt out of offering the promotional discount as their prices are already heavily discounted because they do not have any advertising or re-marketing costs for the confirmed bookings they receive from the CMV booking platform.

Any discount offered does not extend to overtime on the booking.

Customers are only able to use one discount code per booking.

24. Logos

All Service Providers provide their own logo when registering with CMV. CMV accept no liability for losses suffered due Service Providers displaying a logo which they do not have the rights to use. 

25. Complaints procedure

CMV operate a fair and robust complaints procedure and will do everything in our power to assist you in resolving complaints between you and the Service Provider By confirming a booking with us the Customer agrees that no outside negative third party feedback will be left against CMV until a period of 14 days has elapsed since the complaint was first brought to our attention in writing via email.

CMV is a comparison platform designed to connect Customers to Service Providers, and as such any contract that exists, does so between the Customer and the Service Provider.  

About Us

  • Compare The Man And Van
  • Shift Group Ltd
  • 86-90 Paul Street
  • London
  • England
  • EC2A 4NE
  • Company number 08890359
  • VAT number GB 285 6182 72


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